Royal Service Agent

2 weeks ago

Dubai, Dubai, United Arab Emirates Accor Full time

JobDescription

  • Consistently offer professional,friendly and engaging service
  • Process allexternal and internal calls and emails either by redirectingcalls/emails or assisting thecaller/sender.
  • Promptly answer telephone callsand emails, addressing callers and senders in a clear, friendly andcourteous tone of voice.
  • Take ownership of thecaller's request and ensure follow up according to thehotel's standards
  • Have a sufficientworking knowledge of all departments, in particular Housekeeping,Front Office and Engineering.
  • Act as dispatcherthrough Royal Service for security, guest services and othercolleagues in operations.
  • Update ServiceRequests and work orders and dispatch to the rightdepartment.
  • Maintain and monitor the"Royal Service" software system and ensure thatall services provided at Royal Service are always available and arecarried out efficiently.
  • Responsibly use allavailable systems including PMS (Property Management System),telephone system, Royal Service, fax,etc.
  • Maintain the upkeep of all telephone andrelated equipment within the switchboard to ensure maximumefficiency.
  • Maintain informationconfidentiality.
  • Transcribe complete messagesand repeat information to verify accuracy. Input and retrievemessages to/from the computer. Ensure that messages taken areforwarded to and received by guests.
  • Providetime and information in response to emergencies and guest requestssuch as plumbing problems, housekeeping requests, etc. Verify withguests, after a reasonable pre-set time, whether the request hasbeen delivered. Follow-ups to be endorsed to properchannels.
  • Receive wake-up call requests fromguests, repeat information back to caller as it is taken,accurately and expediently log/input information. Deliver wake-upcalls at the requested time.
  • Serve as a liaisonfor Guests requiring information relating to all aspects of thehotel, such as: F&B promotions, Reservations, meetingsrooms, etc.
  • Receives and logs into the TableManagement System the restaurant reservations requests with allinformation required.
  • Maintaining thecommunication with the guests regarding the lost & founditems.
  • Creating amenities in the system for theefficient delivery and cross charging.
  • Havefull knowledge of the hotel's emergency procedures.Remain calm and polite during emergency situations and/or heavyhotel activity.
  • Promotes and leads a servicedriven, results driven work environment.
  • Followdepartment policies, procedures and servicestandards.
  • Follow all safety policies andpromotes a safe work environment.
  • Other dutiesas assigned.

Qualifications

  • Fluency in Arabic language is a must,speaking and writing
  • Previous role as aTelephone Operator is a must
  • Must possessoutstanding guest services skills and sophisticated verbalcommunication skills.
  • Computer literate inMicrosoft Windows applications required. Knowledge of OperaProperty Management System an asset.
  • Stronginterpersonal and problem solvingabilities.
  • Highly organized, responsible& reliable.
  • Ability to work well underpressure in a fast paced environment.
  • Abilityto work cohesively with fellow colleagues as part of ateam.
  • Ability to focus attention on guestneeds, remaining calm and courteous at alltimes.
  • Fluency in English, secondary languagepreferred.
  • Must have the ability to handle amultitude of tasks and Guest requests.

AdditionalInformation

VisaRequirements:

Please note thatyou must be eligible to live and work inDubai.

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